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Support Cases

You can contact our support engineers and create a support case through email or by telephone.


When the issue is not urgent or time sensitive, email us at A support engineer will contact you within 12 hours.

When emailing us, please include the following:

  • Your phone number
  • Product and product version.
  • Pertinent details about your environment.
For example, if using Retain, specify the OS/version it is running on, message system/version you are archiving, etc.
  • Describe the issue and provide as many details about it as possible, including any errors you are seeing.


U.S. Support Office
Monday - Friday
*9:00 AM - 5:00 PM Eastern Time
APAC Support Office
+61 3 9760 0870
Monday - Friday
**9:00 AM - 5:00 PM AEST
EMEA Support Office
+49 256 130 249 190
Monday - Friday
8:30 AM - 5:00 PM Central European Time
*After hours support (24 x 7 x 365) is available only through Annual Support Agreements calling the main U.S. support office number. Please note calls received outside of standard support center hours will be forwarded to an on-call engineer and best efforts will be made to answer / action the call. If an on-call engineer is not immediately available, the customer will be asked to leave a voice mail with a call-back number. The customer will be contacted within 30 minutes.
**For after hours support for the APAC region:
Monday - Friday
5:00 PM - 1:00 AM: Contact the EMEA Support Center
1:00 AM - 9:00 AM: Contact the Americas Support Center
Contact the Americas Support Center

License Issues

For all licensing questions or issues please contact GWAVA Licensing.

Phone: +1-866-GO-GWAVA (1-866-464-9282) or +1-514-612-6060 (Montreal number)
Website: Create and Download a License File

Support Tools

Start a Remote Session

View Support Cases

Click on one of the products listed in the left-hand navigation pane to expand it. You'll see several helpful tools, including:

  • Knowledgebase
  • Change Notices
  • Patches
  • and more

Personal tools